When several people ask the same question, the question itself is information. It may mean the instructions are hard to find, the owner of a step is unclear, or the system behaves differently from what a new user expects.
I start by mapping what happens today. Who begins the task? What information do they need? Where do they wait, repeat an entry, or ask someone else for help? The map should reflect actual behavior rather than the ideal flow printed in a manual.
Next, I look for the smallest useful change. A clear intake form, one owner, a visible status, or a short guide may solve more than a new platform. If a technology change is needed, the workflow still needs to make sense to its users.
The measure of a better process is not how impressive its diagram looks. It is whether people can complete the work with less confusion and know where to turn when something unusual happens.